Communicating Professionally with Clients and Stakeholders.

Now you turn to external communication with clients and other stakeholders. In this lesson you will work with short dialogues and emails between an account manager and a client, from first contact to agreeing next steps. You will notice how the manager builds rapport through small talk, checks the client’s needs and expectations, and explains products or services in accessible language. You will also focus on polite but firm phrases for setting realistic expectations about timing, price or scope. Listening and reading tasks will help you understand typical client questions and concerns. Then you will plan and practise your own short client interaction, deciding which information you need, which questions to ask and how to summarise the agreement. By the end, you will be able to communicate more confidently and diplomatically with clients or senior stakeholders in English, both face to face and in writing.

1. Opening a first call with a new client.

In this lesson, you are going to follow one main story. Imagine you are Maria, an account manager at a digital agency called BrightSolutions. Today you have your very first video call with a new client, David Chen from a company called TechNova. This first minute of the call is crucial. It is where you sound professional, build a bit of rapport and make the client feel comfortable speaking English with you. In this block we will focus only on the opening of the call. You will hear a short extract where Maria greets David, thanks him for his time and uses a little small talk before moving into the business part of the conversation. As you listen, pay attention to how she sounds friendly but still professional, and notice the exact phrases she uses. After listening, you will see the script on the screen and we will look at some useful expressions you can borrow. Then you will answer a few questions to check your understanding of what happened in the opening. Try to imagine how you would feel as the client if someone opened a call with you in this way.

Scene: Maria meets David for the first time.

In the audio you just heard, Maria opened a first video call with a new client, David. Read the short script again and notice how she moves smoothly from greeting to small talk, and then into the purpose of the call.

> Maria: Good morning, David. Thank you for taking the time to speak with me today.

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> David: Good morning, Maria. Nice to meet you.

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> Maria: Nice to meet you too. Before we start, how are things going on your side?

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> David: Pretty busy, to be honest, but all good.

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> Maria: I can imagine. It is a busy time of year for a lot of our clients. So, the main aim of today’s call is to understand your needs a bit better and see how we can support you. Does that sound OK?

>

> David: Yes, that sounds good.

What is Maria doing well?.

She shows appreciation for his time.

• "Thank you for taking the time to speak with me today."

She uses light, safe small talk.

She does not ask anything too personal. Instead she uses a neutral topic:

• "Before we start, how are things going on your side?"

She clearly states the purpose of the call.

She does this in a calm, client-friendly way:

• "The main aim of today’s call is to understand your needs a bit better and see how we can support you."

She checks that the client is comfortable.

• "Does that sound OK?"

Useful opening phrases for client calls.

You can adapt these phrases in your own calls:

• "Thank you for taking the time to speak with me today."
• "Before we start, how are things going on your side?"
• "The main purpose of today’s call is to..."
• "Does that sound OK to you?"

When you open a call, try to:

• Thank the client for their time.
• Use one short line of small talk to build rapport.
• State the aim of the call in simple language.
• Check agreement before you move on.

In the activity below, listen again and then answer some questions about how Maria manages this opening.

Practice & Feedback

Listen to the short call opening again. Then answer the questions in full sentences.

Try to imagine that you are explaining the call to a colleague who did not hear it. Do not just write one or two words; give clear, complete answers. For example, instead of writing only "She thanks him", write "She thanks him by saying thank you for taking the time to speak with me today."

Focus especially on how Maria builds rapport and how she moves from small talk to the business part of the call.

Write 3 short answers, one for each question. Aim for one or two full sentences per answer.

2. Checking the client’s needs and priorities.

Now that you can open a call confidently, let us move into the next stage of Maria’s conversation with David. After the introductions and small talk, a good account manager does not immediately start selling. Instead, they ask questions to understand the client’s needs, priorities and any constraints such as timing or budget. In this part of the call, Maria uses open questions like "Could you tell me a bit more about what you are looking for?" to give David space to talk. She also checks his main priorities and any potential problems she should know about. This stage is sometimes called a needs analysis. On the screen you will see a short extract of their conversation, plus some useful question frames you can reuse. Notice how Maria keeps her language simple and neutral. She does not push, but she guides David to give her the information she needs. Then, in the activity, you will read a short email from David that describes his situation. Your task will be to write several good questions that you would ask him on a call. This will help you build your own toolkit for client conversations.

Scene: Maria explores David’s needs.

Here is the next part of Maria and David’s first call. Read it and focus on Maria’s questions.

> Maria: So, David, could you tell me a bit more about what you are looking for?

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> David: Sure. We are planning to launch a new product in September, and we need support with the digital marketing campaign.

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> Maria: Great, that sounds exciting. What are your main priorities for this project?

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> David: The most important thing is to increase sign-ups for our free trial. At the same time, we have quite a limited budget.

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> Maria: I see. Are there any deadlines or internal milestones that we should be aware of?

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> David: Yes, we need the first campaign assets ready by the end of July.

Why these questions work.

Maria is using open questions. These questions usually start with words like what, how or phrases such as could you tell me more about…. They cannot be answered with just yes or no, so they encourage the client to explain.

Some useful patterns from the dialogue:

• "Could you tell me a bit more about what you are looking for?"
• "What are your main priorities for this project?"
• "Are there any deadlines or internal milestones that we should be aware of?"

These questions help Maria understand:

• needs (support with a digital marketing campaign),
• priorities (increase sign-ups),
• constraints (limited budget, deadlines).

Question frames you can reuse.

You can adapt these frames for your own clients:

• "Could you tell me a bit more about…?"
• "What are your main priorities when it comes to…?"
• "How are you currently handling…?"
• "Are there any constraints we should be aware of, such as…?"
• "From your point of view, what would a successful result look like?"

In the activity below, you will read a short email from David. Then you will write your own questions, as if you were Maria preparing for the call.

Practice & Feedback

Read David’s email carefully. Imagine you are Maria, the account manager, and you are preparing for the next call.

Your job is not to sell yet. Your job is to understand. Write a list of 4–6 open questions you would like to ask David on the call. Focus on: what he needs, his priorities, his constraints (for example, deadlines, budget, internal approval) and what success would look like for him.

Do not write a full email. Just write the questions, each on a new line. Try to use some of the question frames from the examples above, but change the details so they fit David’s situation.

Aim for clear, polite questions that a real client would be happy to answer.

3. Explaining your service in simple English.

Once Maria understands David’s needs, it is her turn to explain what BrightSolutions can offer. This is a moment when many professionals become too technical, or they speak for too long. A good client-focused explanation is short, clear and uses everyday language. Maria chooses two possible packages for David and explains them in simple terms. She avoids technical jargon, and when she needs to mention a technical word, she immediately explains it, using phrases like "In simple terms, this means that…" or "Basically, this is a way to…". On the screen, you will see an example of Maria explaining two service options. Then you will see a short table contrasting technical language with more client-friendly language. Your goal is to notice how she keeps the structure very clear and makes it easy for David to compare. In the activity, you will practise rewriting a couple of more technical sentences into simple, client-friendly English. This will help you explain your own products or services to non-experts in a calm, confident way.

Scene: Maria explains two service options.

Read how Maria explains two different service packages to David. Notice how she structures her explanation and the phrases she uses to keep things simple.

> Maria: Based on what you have told me, I think there are two options that could work well for you.

>

> The first is our Standard Launch Package. In simple terms, this means that we plan and run one main campaign on two channels, for example LinkedIn and Instagram. We create all the visuals and texts, set up the ads, and optimise them during the campaign. This option is usually enough if you want to test the market and get initial sign-ups.

>

> The second is our Premium Launch Package. Basically, this is a more intensive version. We run campaigns on up to four channels, including email. We also create a simple landing page where people can sign up for the free trial, and we track the results in more detail. This option is better if you need stronger results in a short period.

What makes this explanation client-friendly?.

Clear structure

Maria says there are two options, then presents them one by one.

Simple signposting

She uses phrases like "The first is…" and "The second is…" so David can follow easily.

Plain English

She avoids heavy jargon and uses phrases like "In simple terms" and "Basically" to introduce easy explanations.

Benefits, not just features

She links each option to David’s goals: testing the market, getting initial sign-ups, stronger results in a short period.

From technical to client-friendly.

Look at these two versions and compare:

• Technical: "We will implement multi-channel PPC with dynamic retargeting."
• Client-friendly: "We will run paid ads on several platforms and show follow-up ads to people who already visited your page."

• Technical: "We provide advanced analytics dashboards."
• Client-friendly: "We give you clear online reports so you can see which campaigns are working best."

When you need to explain your own product or service, ask yourself:

• Would a non-expert understand this?
• Can I replace a technical word with a simple phrase?
• Can I add a short sentence starting with "In simple terms" or "Basically"?

In the activity, you will have a chance to transform some technical-style sentences into clear, client-friendly explanations.

Practice & Feedback

Read the technical-style sentences in the box. Imagine you are speaking to David, who is not a marketing expert.

Your task is to rewrite each sentence in simple, client-friendly English. Avoid heavy technical terms. If you need to mention a technical word, immediately explain it with a phrase like "In simple terms, this means that…" or "Basically, this is a way to…".

Write 2–3 clear sentences in total, one simple version for each technical sentence. You can combine ideas if it feels more natural, but make sure a non-specialist could easily understand what you mean.

Focus on:

• short, clear sentences,
• benefits for the client,
• calm, professional tone.

Do not worry about being 100% accurate technically; focus on clarity for the client.

4. Setting realistic expectations with clients.

Understanding the client and explaining your solution is only part of the job. Another key skill is managing expectations about what is and is not possible. This often means saying no to a client’s request, or at least not exactly yes, but doing it in a polite and diplomatic way. In Maria’s call with David, he asks if BrightSolutions can launch everything within two weeks and also give a large discount. If Maria just says "No, that is impossible", the relationship will suffer. Instead, she uses softening phrases such as "Just to set expectations" and "I am afraid we cannot offer that, but what we can do is…". She stays firm on what is realistic, while also offering alternatives. On the screen you will see part of their discussion about timeline and price. We will look at how Maria uses language to stay professional, even when she cannot give David exactly what he wants. In the activity, you will practise writing short replies to two typical client requests. Your job will be to be honest about your limits, but also to propose a workable solution that the client can accept.

Scene: Maria manages timeline and price expectations.

Read this extract where David asks for faster delivery and a lower price.

> David: Ideally, we would like to go live in two weeks. Is that possible?

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> Maria: Just to set expectations, the earliest realistic launch date would be in about four weeks. We need time to prepare good content and test the campaigns properly. If we try to do everything in two weeks, the quality will probably suffer.

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> David: I see. And in terms of price, can you give us a 30% discount on the Premium Launch Package?

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> Maria: I am afraid we cannot offer a 30% discount, but what we can do is reduce the scope slightly to keep within your budget. For example, we could focus on three channels instead of four. From your point of view, would that be acceptable?

Useful phrases for expectation management.

Notice how Maria:

• Sets the frame:
• "Just to set expectations, the earliest realistic launch date would be…"

• Explains the reason, not just the answer:
• "We need time to prepare good content and test the campaigns properly."

• Says no politely:
• "I am afraid we cannot offer a 30% discount…"

• Offers an alternative:
• "…but what we can do is reduce the scope slightly to keep within your budget."

• Checks the client’s reaction:
• "From your point of view, would that be acceptable?"

Soft but firm language patterns.

You can adapt these patterns for your own work:

• "Just to set expectations, the earliest delivery date would be…"
• "I am afraid we cannot do X, but what we can do is Y."
• "To keep within your budget, one option could be to…"
• "From your point of view, would that be acceptable?"

Your aim is to protect quality and realistic timelines, while still sounding helpful and solution-oriented. In the activity below, you will answer two short client messages using this type of language.

Practice & Feedback

Read the two short client messages in the box. Imagine you are Maria replying.

For each message, write a short reply of 3–4 sentences. Your reply should:

• politely say that the exact request is not possible (or not a good idea),
• briefly explain why, in a professional, neutral way,
• offer one realistic alternative using a phrase like "what we can do is…" or "one option could be to…",
• check whether the client is comfortable with your proposal.

Try to use some of the softening phrases from the examples above, such as "Just to set expectations" or "I am afraid we cannot…". Keep the tone friendly but firm.

Write both replies in one text box. You can label them Reply 1 and Reply 2.

5. Simulated chat with a client.

You have now seen how Maria opens a call, explores needs, explains services and manages expectations. In this block, you will put these skills together in a short, chat-style interaction. More and more client communication now happens by chat: in Teams, Slack, WhatsApp or other tools. The language is often a bit shorter, but the same principles apply. You still need to be polite, clear and client-focused. In this simulation, you will see several short chat messages from David. Your task is to reply as Maria each time. You will greet him, build a little rapport, ask one or two questions, explain a simple option and set realistic expectations about timing. Finally, you will summarise what you have agreed. On the screen you will find some tips on how to write effective chat messages for clients, and then you will see the conversation context. Take your time to plan your replies so that the whole chat feels like a real, professional interaction. This is a safe place to experiment with language before you use it with real clients.

Your task: be Maria in a live chat.

Imagine that a few days after the call, David decides to contact you by chat. He wants to confirm a few details and move forward quickly. You are at your desk and you have time to respond.

You will see David’s messages in the activity below. Your job is to write your side of the chat, message by message, as if this were a real conversation.

Tips for professional client chat.

Start politely, even in chat.

A simple line such as:

• "Hi David, thanks for your message."
• "Nice to hear from you again, how are things on your side?"

Keep messages short and clear.

One or two sentences per message is usually enough.

Ask focused questions.

Use phrases like:

• "Could you tell me a bit more about…?"
• "What would be your main priority here?"

Explain options simply.

Recycle phrases from earlier:

• "In simple terms, this means that…"
• "Basically, this is a way to…"

Manage expectations.

Use diplomatic language:

• "Just to set expectations, the earliest delivery date would be…"
• "I am afraid we cannot do X, but what we can do is…"

End with a short summary.

For example:

• "So, to recap, we will…, and you will…"
• "I will send you a short summary email after this."

In the activity, you will respond to David’s chat messages. Try to include:

• a friendly opening and a touch of small talk,
• at least one question about his needs or priorities,
• a simple explanation of one option,
• one phrase to set expectations about timing or scope,
• a short recap at the end.

Practice & Feedback

Read the chat messages from David in the box carefully. Then write your side of the chat as Maria.

Structure your answer as a sequence of short messages. You can label each line starting with "You:" to make it clear which parts are yours. For example:

You: Hi David, thanks for your message.

You: Before we confirm, could you tell me a bit more about…?

Try to respond to each of David’s messages in a natural order. Include:

• a polite greeting and one line of small talk,
• at least one question about his needs or priorities,
• a simple, client-friendly explanation of one option,
• one or two phrases to manage expectations about timeline or scope,
• a brief recap of what you have agreed.

Aim for 5–7 short chat messages from you in total.

6. Writing a follow-up email to confirm next steps.

In many organisations, an important client conversation is always followed by a short confirmation email. This gives both sides a written record of what was agreed and helps avoid misunderstandings later. Imagine that you have just finished your call and chat with David. You have agreed on a package, a start date and some responsibilities on both sides. Now you want to send a clear, friendly email that thanks him, briefly recaps the key points and confirms the next steps. On the screen, you will see a model follow-up email from Maria to a different client. We will look at how she structures it and which phrases she uses to sound both professional and positive. Then, in the activity, you will use some short meeting notes about David’s project to write your own email. This is your chance to bring together everything from the lesson: rapport-building, clear explanations, expectation management and summarising agreements. By the end of this block, you will have a complete, client-ready email that you could easily adapt for your real job.

Model follow-up email after a client call.

Read this example email from Maria to another client. Notice the structure and the phrases she uses.

> Subject: Follow-up and next steps – Website redesign project

>

> Dear Anna,

>

> Thank you for taking the time to speak with me today. It was a pleasure to learn more about your plans for the website redesign.

>

> Just to recap our conversation, we agreed on the following points:

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> - We will prepare a detailed project proposal by 15 June, including timeline and budget options.

> - Your team will send us access to the current website analytics by Friday.

> - The main priority is to improve the mobile experience and increase contact form submissions.

>

> As we discussed, the earliest realistic start date for the redesign would be early July, assuming we receive all the necessary access from your side on time.

>

> I will send you the proposal as soon as it is ready. In the meantime, please let me know if anything is unclear or if you would like to adjust any of the points above.

>

> We look forward to working with you on this project.

>

> Best regards,

>

> Maria Lopez

> Account Manager, BrightSolutions

What makes this email effective?.

Clear opening

She thanks the client and refers to the call: "Thank you for taking the time to speak with me today."

Structured recap

She uses a simple phrase, "Just to recap our conversation", followed by bullet points with dates and responsibilities.

Expectation management in writing

She reminds the client about the earliest realistic start date: "As we discussed, the earliest realistic start date…"

Polite closing and next steps

She invites questions and ends on a positive note: "We look forward to working with you on this project."

Useful phrases for your own email.

• "Thank you for taking the time to speak with me today."
• "It was a pleasure to learn more about…"
• "Just to recap our conversation, we agreed on the following points:"
• "As we discussed, the earliest realistic start date would be…"
• "Please let me know if anything is unclear or needs adjusting."
• "We look forward to working with you on this."

In the activity below, you will see short notes from your call with David. Use them to write a follow-up email in your own words, using some of the phrases above.

Practice & Feedback

Use the meeting notes in the box to write a professional follow-up email to David, as if you were Maria.

Your email should:

• have a short, clear subject line,
• thank David for his time,
• briefly recap the key agreements using either bullet points or clear sentences,
• manage expectations about the timeline in a diplomatic way,
• finish with a polite invitation for questions and a positive closing line.

Aim for around 120–160 words. You do not need to include your full signature, but you can end with something like "Best regards" or "Kind regards".

Try to reuse some of the useful phrases from the model email, for example "Just to recap our conversation", "As we discussed" or "We look forward to working with you on this".